VERIFIED SOLUTION i

Troubleshooting connection issues with the Communication Device on the DM50-DM60

Products affected:
DM50/DM55 (K721, K724)
DM60 (K722)

Issue

The DM50/DM55 or DM60 is unable to sucessfully connect via the Pitney Bowes Communication Device.

Cause

The meter is unable to communicate with the Pitney Bowes Data Center.

Resolution

UPDATED: 6 March 2019
To troubleshoot this issue, try these steps in the order listed:
  1. Restart the meter and Communication Device
  2. Diagnose the Communication Device using the LEDs
  3. Reset the Communication Device to factory default
 

1. Restart the meter and the Communication Device

Follow these steps to restart safely:
  1. Unplug the power cord from the back of the meter and the Communication Device.
  2. Wait one to three minutes.
  3. Plug the power cord back in to the meter, ensuring that it is plugged directly into a wall outlet.
  4. Plug the power cord back in to the Communication Device.
  5. Wait 60 seconds for the Communication Device to fully power on.
  6. When the LED on the side of the device (where the Ethernet cable is connected) is flashing green, the device has an active connection.
If these steps do not resolve the connection issue, proceed to the steps below.
 

2. Diagnose the Communication Device using the LEDs

The LEDs (lights) near the network jack on the Communication Device have various colours and blink patterns that indicate the status of the device:

No lights on the Communication Device - Communication Device is not receiving power
  1. Use only the AC power adapter that came with the device.
  2. Verify that the AC adapter is properly seated.
  3. Verify that the outlet that the AC adapter is plugged into has power.
  4. Try a different electrical outlet.
  5. Ensure that the device is plugged directly into a wall outlet (not a power strip).
  6. If the device still has no lights, contact Technical Support. Please have your Serial Number ("Meter #") ready.
Neither red or green LED are illuminated - Communication Device is not functioning
  1. Wait 60 seconds, as the communication device may be powering on.
  2. Unplug the power from the device.
  3. Wait 10 seconds before plugging the power back in.
  4. If the device is still not functioning, contact Technical Support. Please have your Serial Number ("Meter #") ready.
Green LED is lit, but not blinking - Communication Device is still initializing
  1. The green LED will be lit for approximately 30 seconds after power is applied.
  2. The green LED will remain lit for approximately 10 seconds before the orange and green LEDs start flashing rapidly.
Orange and green LEDs are flashing rapidly - Network information is being obtained by the Communication Device

After the Communication Device completes its initialization, it gets the networking information it needs to communicate over the network. This should take approximately 3 seconds.

Orange LED is lit - Not connecting to an active network port
  1. Attach the communication device to an active network port.
  2. If set up through WiFi, wait 8 seconds.
  3. If the LED does not turn green, restart the device.
Orange LED is blinking - Communication Device is ready to be connected to the meter
  1. Connect the USB cable to both the communication device and the meter.
Other LED blink patterns
For information about additional blink patterns, see how to
Resolve blink codes and LED patterns on the Communication Device with the DM50/DM55 and DM60.

 

3. Reset the Communication Device to factory defaults

If the Communication Device is not functioning, it may be necessary to restore the device to the factory settings:
  1. Unplug the power cord from the Communication Device.
  2. Locate the "SW" button on the device itself, to the right of where you connect the power lead.
  3. Using a pen, press and hold the "SW" button while plugging the power back in.
  4. Continue to hold the button in until the green LED lights up. This should occur in approximately 10 seconds.
  5. After the green LED lights, restart both the meter and the Communication Device.

If your issue is not resolved, contact Technical Support. Please have your Meter type ("PCN") and Serial Number ("Meter #") ready, these can be located on a white sticker at the back of the meter.